company profile 2015

COMPANY PROFILE 2015
CONTENTS
4
CEO Message
5
Management Team
6
Facts & Figures
8
Mission Statement
9
Certifications
10
Awards
12 Milestones
13 Hub & Base Management
16 The Swissport Formula
SWISSPORT SERVICES
17 Ground Handling
19
Cargo
21
Executive Aviation
22 Fuelling
23
Aircraft Maintenance
24
Aviation Security
3
WELCOME
TO THE WORLD
OF SWISSPORT
In the next few pages you will come to see why Swissport is the number 1 company in the
world for ground handling and cargo operations.
Swissport is a diverse and dynamic organisation and I am immensely proud to be its CEO.
Within our profile, we will demonstrate why Swissport continues to win accolades citing our
people, our operations and our safety records as the best in the industry.
We operate in a challenging industry, where the only real constant is change. Therefore, it is
imperative to our customers that Swissport be able to navigate these challenges on their behalf
in order to keep their operations and their businesses running smoothly.
Our size does not inhibit our dexterity in this regard, and by utilising the solid formulas and hub
concepts we have developed, we continue to be able to offer our customers this peace of mind.
At Swissport, however, we do not rest on our successes and have developed methods and tools
for continuous improvement, working with our customers in a collaborative way to ensure
that we always strive to be the best and offer innovative and optimal solutions to all of our
customers – old and new – across all of our many and diverse operations.
This profile is designed to provide a snapshot of the Swissport world, allowing you an insight
into what makes us who we are and gives us the opportunity to share a little bit of our vision
with you.
With kind regards
Eric Born
President & CEO
4
GROUP EXECUTIVE
MANAGEMENT (GEM)
President & CEO
Eric Born*
EVP Europe South,
UK, MEA, LATAM &
Global Commercial
EVP Europe West,
Central & East
EVP Global Cargo
EVP Finance & CFO
EVP Human Resources,
Communications &
Marketing
EVP Legal & Risk
Management
Juan José Andrés Alvez*
Alvaro Goméz-Reino*
Philipp Joeinig*
Peter Moser*
Nils Pries Knudsen*
Johannes C. Spindler*
EVP North America,
Japan & Korea
Joe Phelan*
SVP Group Services
Luzius Wirth
* GEM Members
5
FACTS & FIGURES
Swissport International is the leading global airport and aviation service provider in terms
of quality, reliability, safety, innovation and network coverage.
Offering a comprehensive range of services, Swissport is able to provide an “all-inclusive”
service package in addition to managing integrated collaboration models.
― Ground Handling
― Cargo Services
― Executive Aviation
― Fuelling Services
― Aircraft Maintenance
― Aviation Security
EUROPE
Countries:
Stations:
NORTH AMERICA
Countries:
Stations:
― Travel Services
18
103
2
64
ASIA & MIDDLE EAST
Countries:
Stations:
CENTRAL AMERICA &
CARIBBEAN
Countries:
Stations:
7
18
Countries:
Stations:
SOUTH AMERICA
Countries:
Stations:
AFRICA
6
35
9
37
6
13
Revenue (not normalised)
CHF 3.0 billion
Countries
48
Employees
~ 60,000
Flights handled (movements)
> 3.9 million
Cargo handled (tonnes)
> 4.1 million
Warehouses
> 120
Airports served
> 270
Customers
> 700
Passengers handled (departures)
> 229 million
6
MISSION
STATEMENT
To provide the aviation industry
with consistent and tailor-made
solutions around the globe,
for a better customer experience.
In order to achieve the goal of our mission, Swissport is focused on consolidating and
strengthening our market position to ensure we are constantly driving industry innovation
in key areas such as service, quality and reliability.
Swissport is a people-focused organisation – without our people we simply cannot meet
our goals and achieve our vision. As such, we focus on the principles of sustainability and
compliance, living by the “Three Ps”:
―― People
―― Professionalism
―― ­Partnership
The ongoing professional development of the people within the Swissport family ensures that:
―― We show respect towards our people and their values; we do not compromise on safety
and work with enthusiasm and enjoyment.
―― We are pioneers; working constantly on achieving sustainable results, we creatively
explore new options and improved solutions.
―― Continually striving to exceed the expectations of our clients and our commitments,
we deliver excellent service; in any place at any time.
8
CERTIFICATIONS
CARGO 2000
Swissport has achieved certification as a fully compliant Cargo 2000 company, a landmark
certification recognising Swissport’s active endeavours to fully comply with all agreed industry
quality standards.
ISAGO
Swissport’s Corporate Headquarter as well as 14 stations of its global network have been
awarded the IATA Safety Audit for Ground Operations, listed in the ISAGO registry.
IATA
Swissport has been a Member of the Strategic Partnerships Program from 2005 to 2014.
ISO
Swissport is Management System ISO 9001 certified (by SGS).
9
AWARDS
INTERNATIONAL CARGO HANDLER OF THE YEAR – AFRICA (2011/2013/2015)
Awarded to Swissport for the third time in a row at the Air Cargo Africa 2015
Conference and Exhibition.
ACSA
Best Cargo Handler of the Year 2014
Awarded to Swissport at ACSA’s Feather Awards 2014.
ACW
Air Cargo Handling Agent of the Year 2014
Awarded to Swissport for the sixth year in succession at the World Air Cargo Awards 2014.
GROUND HANDLING AWARD 2013
Awarded to Swissport at the prestigious Cargo Airline of the Year Awards 2013.
NPMA
Silver Nozzle Trophy for the most outstanding airport fuelling organization in
the United States for 2013 (Oakland International Airport).
ITM
Best Global Aviation Ground Services Company 2012
Awarded to Swissport 12 years in a row, by the Institute for Transport Management.
10
MILESTONES
2014
―― Swissport named “Cargo Handler of the Year” by ACSA
―― Swissport and Cargolux sign agreement for global strategic partnership
―― For the sixth year in a row: Swissport awarded “Air Cargo Handling Agent of the Year 2014”
―― Swissport joins German Aviation Association (BDL)
―― Swissport and Transaero Airlines sign agreement for global strategic partnership
―― EuroAirport Skyview Lounge awarded “Priority Pass European Lounge of the Year”
2013
―― Swissport announces acquisition of Servisair and continues to improve its worldwide service offering;
customers will benefit from the enlarged global network, the increased service
portfolio, combined operational excellence and consistent service quality worldwide
―― Swissport acquires a 10% stake in each of Scandinavian Airlines System’s (SAS) three ground
handling companies
―― Swissport cooperates with “Service-VS”, the ground handling operator at Vnukovo Airport in Russia
―― Swissport acquires a majority of InterAirport Services (IAS) in Costa Rica
―― Swissport wins ACW award for Air Cargo Handling Agent of the Year for the fifth consecutive year
―― Swissport wins the Ground Handling category of the Cargo Airline of the Year Awards 2013
―― Swissport is voted Best Cargo Handler in Africa for the second time in a row by readers of The STAT
Trade Times Magazine
―― Swissport is certified as the first Preferred Handling Partner (PHP) of Etihad Cargo
12
HUB & BASE
MANAGEMENT
A SWISSPORT
CORE COMPETENCE –
BUILDING RELATIONSHIPS
INTO PARTNERSHIPS
THE WINNING COOPERATION CONCEPT
SINGLE STATION
REGIONAL/MULTISTATION
NETWORK PACKAGES
HUB & BASE MANAGEMENT*
FULL OUTSOURCING
* Provision and management of handling services at carrier’s hub or base airport
13
Whilst the Swissport service portfolio can begin from a single station, true partnership comes
when Swissport provides the full management of our airline partner’s hub or base operations.
Swissport HQ assumes professional project leadership from appointment through to the operational start, providing total reassurance for our customers during transition.
Experienced field managers from our global network support the implementation on site.
This solution encompasses vast commercial expertise from more than 700 customer airlines.
Quality reassurance is given to our customers via the operational and leadership training
of local staff and management.
Commissioning Swissport with hub operations is both financially and operationally sensible
for our customers. Swissport is a company with a proven track record in best practice, quality,
and industry-leading processes and procedures in addition to our commitment to continuous
innovation in service provision.
Key benefits for our customers:
―― Cost – Reduction of handling rates and improved cost transparency with the
SEE THE CONCEPT IN ACTION
AIRLINE HUBS
Brussels, Denver, Helsinki, Johannesburg,
Montreal, Munich, Paris, Sao Paulo, Sofia,
Toronto, Vancouver, Washington, Zurich
MAJOR AIRLINE BASES
Geneva, London Gatwick, London Stansted,
Madrid
MAJOR CARGO BASES
Incheon, Los Angeles, San Francisco, Tokyo
MAJOR FUELLING
conversion of handling costs from fixed to variable
―― Quality – Improve and/or maintain quality of handling services with the
implementation of the proven “Swissport Formula”
―― Best Practice – Benefit from our experience at more than 270 airports
―― Focus – The Hub & Base concept allows the airline to focus on their core business
―― Partnership – Provides the full benefit of collaborating with Swissport as a
strategic partner
―― Expertise – Vast hub and base management experience in 18 stations around
the globe
14
THE
SWISSPORT
FORMULA
IS A PROVEN
MODEL OF
STANDARDISING
MANAGERIAL
AND OPERATIONAL
PROCESSES
SWISSPORT
FORMULA
This enables Swissport to deliver the highest service quality for our customers and
to apply the same proven standards in all our
Ground Handling and Cargo operations all
over the world. The Swissport Formula has
been derived from the best practices not only
from our operation, but also from comparative industries. It ensures pro-active
management at all operational levels and
is focused on a KPI-driven performance
culture, optimised resource utilisation, technical and managerial training and efficient
operational processes. This approach enables
continuous improvement in the stations
through a change of mind-set and behaviour.
The Swissport Formula aims to change the
company culture from a local understanding
of the “Swissport way of doing things” to
a global approach. The tried and trusted
procedures are reinforced with the Swissport core values.
SWISSPORT FORMULA BENEFITS
Consistent
high service
quality through
standard
processes
Secure
operations
through standard
technical
training
Active
leadership
through
management
training
SWISSPORT
FORMULA
THE WAY
WE WORK
High
productivity
and
competitive
costs
Continuous
improvement
through
KPIs and
technology
THE WAY WE WORK
Efficient and secure operations form a sustainable basis for development and provide
customer confidence and peace of mind, in addition to reducing costs.
With the Swissport Formula, customers and employees experience the benefits of global
alignment, standardisation and consistency every day.
16
GROUND
HANDLING
SERVICES
Passenger & Ramp Services
Baggage Services
Ticketing Services
Lost & Found Services
Lounge Operations
VIP Services
Gate & Check-in Services
Irregularity Handling
Station Management & Control
Centralized Load Control Services
Load Control
Crew Administration
De-icing
The award-winning Swissport Ground Handling business currently provides passenger and
ramp handling at over 197 stations worldwide and serves in excess of 229 million passengers
per annum. Today, Swissport is recognised as the biggest independent global ground services
provider with the largest number of hub and LCC base operations globally.
INNOVATION
Swissport has the advantage of being able to exchange expertise and share best practice from
all over the world – the benefit of which is seen in the Swissport Formula. Due to our global
presence, operational practices and service innovations are being developed and implemented
on an on-going basis.
Process and service optimisation through the use of information technology has been crucial
to the success of Swissport. Our vast reach and network enables rapid adoption of the latest
technologies that deliver efficiency and cost-effective operations on site. Using the benefit of
both our experience and proprietary software for resource optimi­sation enables Swissport to
develop rapid turnaround times without sacrificing quality of service.
Processes are documented and described in detailed operations manuals to ensure safe
handling according to IATA standards (ISAGO / IGOM).
Our aim is to serve our airline customers in the most effective way whilst also being
cognisant of individual needs and requirements of each of our customers.
All operational parameters are
measured on a daily basis and clearly
defined KPIs guarantee consistent
performance standards across the
entire network.
17
OUTLOOK
Swissport is monitoring the development in automation in the area of ground service
provision very closely. We constantly strive to reduce our production costs with the early
integration of newly created features within our scope of activities.
The automation process is already quite developed in the area of passenger
handling, including:
―― Fully automated passenger handling at check-in
―― Automated boarding processes
Swissport is also supporting working groups with our know-how in order to advance
this same kind of automation in other areas as well, such as:
―― Self-service devices at Lost & Found counters (already in place)
―― Checked-baggage screening
―― Central load control
Our well-established operational monitoring tools allow us to test every change in
procedure and verify the impact of any deviation to the running process.
Swissport is an organisation actively shaping the future for the benefit of
our customers.
18
CARGO
SERVICES
Freight Handling (On/Off Airport)
Mail Handling
Document Handling (Import/Export)
Integrator Handling
Cargo Handling in a Third-Party Facility
Freighter Ramp Services/ Transportation
Outsourced Hub Operations
and Management
Network Handling Services (Off-Line)
Call Centre and Airline Customer Services
Trucking Services
Warehousing
e-Freight Services
By leveraging our Global Account Management Team and sharing our knowledge and
expertise, we are able to support growth for
all Swissport Cargo customers.
Swissport is the world’s leading Cargo Services provider, offering award-winning Cargo
Handling at more than 110 airports worldwide, and handling in excess of 4.1 million tonnes
annually. The cargo organisation is set up to allow global, regional and local representation at both sales and operational levels through its Customer Relationship Management
(CRM) process, designed to improve the customer experience. Swissport Cargo is in the
process of rolling out new technologies to improve the operational capabilities and allow the
customer to experience cost savings throughout the contract period and have linked this
process to Cargo 2000 (C2K) measurements across our network.
Our size and scope allows Customers to manage multiple operations through a single point
of contact, one common Service Level Agreement (SLA), and one invoice if necessary, saving
administration costs.
INNOVATION
With daily monitoring of the key drivers of the business and tracking of the shipments in line
with Cargo 2000 (C2K) standards, we have a transparent overview of our services that ensures service quality and enforces operational excellence. Implementation of hand-held terminals reduces human error and ensures an efficient operation, which allows customers to also
benefit from reduced handling and cost. Daily follow-ups on hours worked, volumes handled,
door waiting times and many other measures ensure a scorecard approach to the daily activity
to further support the Cargo operations and help deliver efficient operations.
Swissport will continue to improve technology and interfaces for its customers and has many
new and exciting advancements in production to minimise cost and improve operational readiness. We are also committed to improving the look and feel of our facilities as well as grow
and develop new operations worldwide.
19
Some benefits of this approach to innovation include:
―― Cargospot: The system used to manage our Cargo business, interfacing with any
airline system.
―― Freightfinder: Using the latest technology, Freightfinder allows you to track and trace
your freight in any of our warehouses worldwide.
―― Hand-Held Terminals: Swissport’s customers benefit from real-time status updates
so shipments can be tracked and traced in our warehouses.
―― SHIELD Document Imaging System: Capturing the entire flight pouch digitally solves
the problem of missing documents.
OUTLOOK
The continued drive to grow with our customers and to ensure that we continue to deliver
the highest quality handling in the most cost-efficient way is our prime focus in 2014. By
leveraging the use of system-management and implementing innovative, solid operational
and financial processes together with our customers, we will continue to enhance our prime
position in cargo handling services. Our Global Account Management Team allows customers to benefit from full access to Swissport’s specialist resources, including the latest industry information and cutting-edge operating solutions designed to optimise the efficiency
of customers’ handling processes. This specialised team provides our customers with peace
of mind and an established confidential relationship to explore and develop new opportunities
and strategies. This single point of contact allows quality consistency, open communication
and increased transparency in the handling process. We tailor operations to the needs of our
customers and create a suite of reports based on their information requirements both at operational and sales levels.
20
EXECUTIVE
AVIATION
SERVICES
Personalised Service Delivery 24/7
Fast Turnaround Times
Passenger & Crew Assistance
Customs & Immigration Assistance
Passenger & Crew Assistance
Swissport Executive Aviation (SEA) & PrivatPort provide exclusive ground handling services
to the international community of operators and executives who utilise private or corporate
jets in up to 80 stations worldwide.
The mission is to make arrivals, stopovers and departures as convenient and smooth as
possible for passengers and crew, providing a customised spectrum of aircraft care services.
These bespoke service requirements are offered by professionals with good expertise, exceptional skills in servicing and understanding the importance of the business aviation world.
The dedicated teams are hand-picked for their commitment to the job and are highly commited to their assignment, delivering assistance beyond expectation.
Traffic Rights & Landing Permits
Flight Planning & Weather –
NOTAMs
Airport & Runway Slot
Co-Ordination
Aircraft Charter Reservation
Change Aircraft Charter Reservation
Catering Arrangements
Hotel & Restaurant Reservations
Limousine & Car Rental
Fuelling Arrangements
21
FUELLING
SERVICES
Into-Plane Fuelling
Maintenance & Operation of Tank Farms
Maintenance & Operation of
Fuel Distribution Systems and Pipelines
Laboratory Fuel Testing
Ground Support Equipment Fuelling
Ground Support Equipment Maintenance
Fuel System Project Maintenance
Rental Car Fuel Facility Management
Technical Audits & Inspections
Cathodic Protection Surveys
Swissport Fuelling Services is an international company that provides high quality, independent aviation fuel handling on behalf of airlines, airports and fuel suppliers. We provide a full
service solution in regard to our clients’ fuelling needs including both on and off airport fuel
storage and distribution systems.
Swissport Fuelling Services has a proven track record in demonstrating a full understanding
of the requirements and responsibilities in maintaining aviation fuel systems, with a focus on
safety, cost control, inventory management and a clear emphasis on environmental compliance
and responsibility.
Swissport Fuelling Services provides our customers with safe, efficient, independent intoplane fuelling services whilst leading the industry in on-time performance. Our expertise and
knowledge in this specialist field also assists our clients in the design, construction and commissioning of aviation fuelling facilities and related structures.
Swissport Fuelling Services operates to the highest industry standards on Health, Safety and
Environment. Our policies and procedures have been developed in accordance with the Air
Transport Association (ATA) 103 Specification and the Joint Inspection Group (JIG) Guidelines
for Aviation Fuel Quality Control & Operating Procedures.
22
MAINTENANCE
SERVICES
Aircraft Maintenance
Repair
Engineering
AIRCRAFT MAINTENANCE
Swissport Aircraft Maintenance, the recipient of the prestigious FAA Certificate of Excellence
Diamond Award, is a quality provider of third-party line maintenance services operating at
27 airports in the USA and in four other countries globally, providing line maintenance support
to major commercial airlines on both a scheduled and on-call basis, ensuring all capital-intensive
equipment operates and performs flawlessly. Swissport’s A&P Mechanics have the training,
knowledge and expertise to meet your company’s demands.
Warranty Administration
ETOPS signoff
Transit/turnaround services
Aircraft checks
Ground Support Equipment Maintenance
Scheduled Maintenance
Unscheduled Maintenance
Complementary Services
GROUND SUPPORT EQUIPMENT (GSE) MAINTENANCE
Swissport GSE and ULD Maintenance Services operates at over 45 airports in 13 countries,
managing and maintaining a fleet of more than 4,000 units. Our commitment is to offer
superior and consistent standards and dedication throughout our network, providing reliable,
comprehensive, cost-effective GSE maintenance, minimising downtime and maximising productivity. Swissport Maintenance Services is committed to working within the industry towards the research and development of efficient, safe, ergonomic and environmentally friendly
Ground Services Equipment.
Repairs
Overhaul
ULD Maintenance
CAA certified Maintenance and Repair of ULD:
Containers, Pallets, Envirotainers
CERTIFICATIONS
Title 14 CFR Part 145 certification
EASA Part 145 certification
Republic of Chile-DGAC-NO:E-499
certification
23
AVIATION SECURITY
SERVICES
Document Verification
Access Control
Passenger Screening
Aircraft Security Service
Cargo and Baggage Screening
Integrated Security
Swissport Aviation Security provides security services for around 40 customers in over
10 countries worldwide. The team working within the organisation is highly trained in both
security and vulnerability assessments, providing complete solutions for our customers.
Swissport Aviation Security customers have the flexibility to choose the solution fit for them;
be it on a local or a global level, the Checkport entities guarantee full flexibility for the
procurement of security services.
Our services and expertise in this specialised field are based on more than 20 years’ experience within Aviation Security with a clear focus on and commitment to quality solutions
and integrated products for your convenience. Working with a company like Swissport allows
our clients to purchase security services via Ground Handling and Cargo and benefit from the
synergies realised by the integration of security tasks in existing processes, such as:
―― Check-In Security
Combined Check-In and Security Services
―― Gate Security
Combined Gate and Security Services
―― Cabin Clean & Search
Combined Cleaning and Security Services
24
SWISSPORT INTERNATIONAL LTD.
GROUND HANDLING, CARGO SERVICES,
AIRCRAFT MAINTENANCE,
FUELLING SERVICES, EXECUTIVE AVIATION,
AVIATION SECURITY
P.O. BOX, 8058 ZURICH-AIRPORT,
SWITZERLAND
P: +41 43 815 00 00
F: +41 43 321 29 02
[email protected]
WWW.SWISSPORT.COM
AUGUST 2015 EDITION